Measurement

Measurement is Cavalier's yardstick of success. Measurement helps target processes that are working well and those in need of adjustment to achieve established goals. At Cavalier we believe that "what gets measured, get done." Our primary customer measurements are:

• Building Inspection Reports - Inspections measure building cleanliness and help deliver consistent quality service. The measure of performance is based on adherence to customer specifications and expectations against a "Zero Defects" standard. Field supervisors, Managers, and customers conduct monthly inspections that assess the degree of conformance to requirements and expectations. Inspection results serve as the basis for process improvements, operational changes and employee training/re-training.  

• Cleaning Issues and Requests Reports - Cavalier tracks customer issues and requests on a monthly basis to determine trends and measure performance. These tracking reports serve as indicators of performance quality in conducting day-to-day activities. Cleaning Issues and Request Reports are used as the basis of work process improvements.  Reports track issues and requests such as:
  • Top 10 Cleaning Issues & Requests
  • Issues & Requests by:
    • Month
    • Day of the Week
    • Time of Day
    • Position

• Customer Satisfaction Questionnaires - Questionnaires measure the degree of customer satisfaction with the services provided. Survey results are key indicators of performance and are used as inputs to continuous process improvement efforts.   

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